Be an early applicantLess than 25 applicantsPosted by Agency
Crystal Equation Corporation ยท 3 days ago
Business Analyst II
United States
Full-time
Remote
Mid Level
$34/hr - $39/hr
4+ years exp
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Insider Connection @Crystal Equation Corporation
Responsibilities
Understand data and deliver holistic insights utilizing operational data such as: AHT; pitch-rates and action-rates (revenue);
Understand how to map these signals to Voice of the Customer data and Quality Assurance data to identify, through root-cause analysis, the agent behavioral levers driving operational performance across multiple programs, regions markets and verticals.
Leverage and unify multiple customer listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal.
Develop and assess customer experience through direct contact interactions and trend analysis, ensuring strong reporting capability on contact center agent performance, understanding and communicating the narrative to internal and external stakeholders through a robust set of metrics, data visualization and presentation.
Coordinate with outsourced vendor partners (as required) to share insights, identify focus areas, and agree on actions.
Create specific recommendations and action plans to drive product, people and process improvement strategy across multiple customer touchpoints and work with cross-functional partners to identify and implement optimal solutions.
Create detailed project plans and clear communication strategies to drive effective change.
Qualification
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Required
4+ years of relevant experience in business operations, sales excellence, process redesign, a consulting role, quality assurance or customer experience.
Experience with SQL, tableau, data analysis & visualization tools.
Strong operational background and project management skills with experience running strategic projects with cross-functional teams.
Fluency in English, both oral and written
Excellent business acumen, passion for solving problems, and strong analytical skills.
Preferred
Self-motivated, entrepreneurial, and dealing with ambiguity.
A love for change and an ability to ruthlessly prioritize in a fast-paced environment.
Strong desire to collaborate, share, drive best practices cross-functionally and globally.
Innovative and creative in finding solutions/designing improved methods, systems, and processes.
Attention to detail and ability to deep dive, identify root causes of variances; further execute solutions once identified.
Benefits
Paid time off
Medical insurance
Dental insurance
Vision insurance
Life insurance
401K
Parental leave
Company
Crystal Equation Corporation
Crystal Equation Corporation is an information technology company providing staffing solutions.
201-500 employees
H1B Sponsorship
Crystal Equation Corporation has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Trends of Total Sponsorships
2023 (4)
2022 (6)
2021 (6)
2020 (10)
Funding
Current Stage
Growth StageCompany data provided by crunchbase
